Frequently Asked &
Frequently Answered

Answers to some common questions. If you don’t see your question below, please send us an email to info@frantsila.us.

What payment methods does Frantsila accept?

We accept Visa, MasterCard, American Express, Discover, JCB, and Diner’s Club.

What if I have a question about my order?

Please drop us a line at info@frantsila.us. We’re here to answer your questions about existing orders, shipping, and returns, Monday through Friday, between 9:00 a.m. and 6:00 p.m. EST.

What is Frantsila’s shipping policy?

We offer free UPS Ground shipping on most U.S. orders. Next-day shipping is available for an additional charge. Orders placed before 2 p.m. on business days begin processing on that day; orders placed after 2 p.m. begin processing on the next business day.

Does Frantsila ship to countries other than the United States?

We ship to more than 100 countries using UPS Worldwide Expedited service, with delivery within two to five business days. International shipping rates vary by country and range from approximately $15 to $35. To see the shipping cost for your order, place items in your bag and begin the checkout process: add your billing and shipping information and continue to the next step to view your shipping cost.

What about fees, taxes, and/or duties for international orders?

International orders are subject to duties and taxes determined by the country to which they are shipped. These fees may total as much as 30% of your order value and are the responsibility of the customer to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges as well as a 30% restocking fee.

We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.

What is Frantsila’s holiday shipping schedule?

We do not ship on federally recognized U.S. holidays, including:

  • Memorial Day: May 30, 2016
  • Independence Day: July 4, 2016
  • Labor Day: September 5, 2016
  • Columbus Day: October 10, 2016
  • Thanksgiving: November 24, 2016
  • Christmas: December 25, 2016
  • New Year’s Eve: December 31, 2016
  • New Year’s Day: January 1, 2017

What is Frantsila’s return policy?

All returns and claims must be authorized by Frantsila by email within 14 days of purchase. Please send your return request to info@frantsila.us.

We accept returns of unopened, unused, and undamaged items. All returns must include original packaging, including any boxes and other packaging materials. Any opened, used or altered merchandise will not be accepted.

You may receive a 100% store credit or an 80% refund of your purchase price, once the item has been returned in its original condition.

All return shipping fees are the responsibility of the customer. We are not responsible for returned items lost in the mail, so please collect your tracking information and insure the package for good measure. Please allow up to 14 business days for your refund to reflect on your original form of payment.

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